Running head: TRAINING PROGRAM PLAN

Training Program Plan

Ashley Enos
AET/570
November 14, 2016
Dr. Gale Cossette

TRAINING PROGRAM PLAN

2
Training Program Plan

Training Program Description

Our company Education at Work partners with colleges and corporations across the
United States. We provide outsource work for larger corporation within the United States, and we
partner with colleges across America to provide part time jobs to students. In addition to the part
time wages students can receive up to $6,000 a year off their college tuition depending on their
grade point average. Our job in the training department of our company is to work together with
the larger corporation in order to create training programs that are aligned with the needs and
values of not only our client but our company as well. The training programs are designed to
meet the needs of the student employees in order to successfully produce work that is on par with
other locations within the partner company.
We have been given word that there is a new program that will be added in addition to the
two other programs we already have. There is a large need to support email resources within the
client corporation we provide service for. Our client has outsources their back office lower level
work for our organization to handle. We work level 1 and level 2 email support, we focus on
customer issues that deal with password reset, new account set up, account cancellation, missing
funds, transaction disputes <$100, account changes ( name, email, phone number, funding
sources), and other small account requests.
Our training program consists of 20 hours of in class training and 40 hours of
mentoring/nesting. During the 20 hours of in class training, the trainees focus on learning and
understanding the clients brand, PCI compliance, and the three major systems that they will use
daily to be successful at their job. This training program is designed for new hire employees with
little to no experience in a call center or corporate environments.

TRAINING PROGRAM PLAN

During the course of this training, it will produce a positive impact on adult learning, by
allowing the trainee ample time to develop their skills in a controlled and safe environment. Free
from repercussion of failure. During the in classroom portion of the training, they will learn all
the skills needed to utilize the systems. After the classroom portion they will go into mentoring/
nesting, during this time they will be working with the trainers, as well as senior agents, to
practice taking live emails and spend the time needed to hone their skills before going live into
production and their metrics and handles times are now counted against them. Working with the
trainers and senior agents during this time, allows the trainees to also learn skills and tips that are
not necessarily taught during the training portion. It also builds relationships so when they are
live, they have people and resources to turn to.
Goals/Objectives

Goal: The Participants will be able to navigate and explain the operation systems
need to be successful in their role with 90% accuracy.

Goal: To provided quality training in order for the participants to successfully

complete the compliance requirements with 90% accuracy.

Goal: Participants will demonstrate knowledge of all payment new and ongoing
by successfully explaining with 100% accuracy the different payment types and
their benefits.

Goal: Participants will be able to determine with 95% accuracy the tools and
systems needed to provide the most up to date and current information that is
pertinent to each individual customer and their situation.

Objective: The Participants will demonstrate how to use Scope (customer

information center) with 85% accuracy.

TRAINING PROGRAM PLAN

Objective: The Participants will be able to compose emails to customers using

Zendesk (interface our company uses to answer emails) with 85% accuracy.

Objective: The Participants will be able to identify important information in the

Wiki (internal knowledge base) with 85% accuracy.

Objective: The participants will create a chart that identifies with 90% accuracy
the different payment methods and benefits.

Objective: The participants will explain with 100% accuracy the three most
important tools they will be using daily.

Objective: The participants will complete all required eLearning compliance

modules passing with 90% or better.

Needs or Gap Analysis

Through research utilizing tools to assess the gaps within the training program we have
been able to identify areas where we need to design and focus training in order to improve the
overall success of our trainees during and after training. The tools that we used to locate these
needs are outlined below.
1. Questionnaires
2. Performance and Product Reviews
3. Documents and Artifacts
4. Group Sessions
During the process of analysis, questionnaires were sent out to all employees via email.
The questionnaires focused on the needs of the teammates during and outside of training in
regards to continued help, system access and needs, and overall satisfaction with the company.
The key indicators of this tool we found that the teammates were overall very satisfied with the

TRAINING PROGRAM PLAN

company overall. They felt that the systems that they utilize daily are sufficient enough to
complete their jobs. The item that was noted as something that they would like to see improved
was a longer mentoring/nesting period.
Through the use of performance and product reviews and review of documents and
artifacts, it was noted by managers to the training department that the teammates that were 0-30
days out of training have been successful in understanding and helping the customer with their
questions or needs. It was expressed that the teammate do need help with their empathy skills.
The last area of analysis and focus was during small group sessions; where training
management, managers, and supervisors brought in groups of teammates to discuss best practices
with each other to improve metrics and scores. During these small groups it was noted that many
of the teammates felt that more mentoring and nesting during training would help them to be
prepared more for the job role. During this time they would like to see more focus on empathy
coaching and working with empathy statements.
During the needs and gap analysis phase, it was prominent that there was a positive
impact on adult learning. Many of the teammates were very open and forth coming of way to
improve training and produce better, more prepared individuals for production. The teammates
expressed how they valued the insights that they learned during training and feel that with more
time in mentoring and nesting they would have been able to learn even more of those insights in
order to be more successful.

TRAINING PROGRAM PLAN

Budget

Training Budget

Organization:

Education at
Work

Department:

Training

Training allotment:

Year:
Submitted by:

2016
Ashley Enos

3 weeks

Training Budget
Line
1

Item
Personnel

Fringe Benefits

3
4
5

External Staff
Materials
Technical Support

Equipment

7
8

Travel
Facilities

Supplies

10

Miscellaneous

Description/Justification
Trainers/Mentors- Position is a stipend
position for a total of 3 weeks.
Flexible hours, health/dental/vision
benefits, 403(b), life insurance
Guest Speaker
Online materials and text, videos, audio
IT agents on standby during program/
website cost/
computers, desks, chairs (25
participants, 5 trainers/mentors)
Trip to client facility
Lighting, building cost, air conditioning,
security
paper, pens, white boards, markers,
erasers

Income
Item
Parent Company
Grants
Government
Miscellaneous
Total

Total
80,000
30,000
25,000
25,000
$160,000

Qty.
5

Unit Cost/Rate
$ 1,500.00

Total
$7,500

500.00

2,500

2
30
2

$ 500.00
$ 750.00
$ 1,000.00

1,000
22,500
2,000

30

$ 1,500.00

45,000

30
1

$ 100.00
$10,000.00

3,000
10,000

30

100.00

30

250.00
Grand Total

3,000
7,500
$104,000

TRAINING PROGRAM PLAN

Staffing Plan
During this time of year, Education at Work is ramping up for the holidays in order to
meet the required head count and billable hours that have been presented to them by their client.
For this training program we are expecting a head count of 25 trainees. These 25 trainees will all
be new hires and be focused on being trained in the email portion of the assigned work load.
What were looking for:

A believer in our mission. You are committed to completing your education with little to
no debt and want to cheerfully contribute to our growing environment with your wit and
energy.

A happy camper. People thrive off of your positive energy and enjoy working with you.

A multi-tasker. You can thrive in a fast-faced environment.

A challenge-seeker. Instead of fearing the possible result of a problem, you aim to solve
it to the best of your ability.

A fast learner who loves innovation.

(Education at Work, 2016)
There is a requirement of one certified trainer and 4 senior agents (mentors). Training is

part-time 20 hours a week. Mentors must be able to complete the total hours each week.
Additional hours can be worked in their regular position before and after trainings weekly to
reach their full time 40 hours. In order to be selected as a mentor, senior agents must meet certain
requirements. These requirements are outlined below.

Minimum six months work experience.

TRAINING PROGRAM PLAN

Proficient/excelling metrics for a consecutive 4 months.

Performance reviews free of write ups or concerns.

No more than 4 attendance issues.

Must be willing to help others and have patience and understanding.

Have a desire for education, training, and mentoring.

Must be able to provide positive and constructive feedback, as well as receive it.

Mentors will have to complete an 8 hours mentor certification course before being selected to
participate in the training. Trainers has been preselected and already certified and trained for this
position. It is mandatory that a trainer is present during the entirety of the training program. They
are full time employees, they will work with their training manager to schedule the remaining 20
hours weekly.
During training times, there will be teammates and staff in production if the need occurs
for any unforeseen additional help. There will be two IT professional on staff during training
times in order to troubleshoot any issues that might arise. There is a minimum of one security
officer that is assign to the building from opening to close of production. As well there are
outside training resources such as, help desk support from the client and trainers on standby.
During training, if needed, there are available resources that each trainer is provided to
fill any gaps that might occur during any lag times. This could happen if there are system issues
with the computers, if the students pick up the material quicker than expected, and many other
scenarios.
Having a staffing plan in place provides a positive impact on adult learning. Providing the
perfect amount of mentors and trainers per class allows for the optimal training experiences.

TRAINING PROGRAM PLAN

Having a total of 5 mentors (4 senior agents, 1 trainer) brings the ratio of trainees to mentors to
5:1. This allows for the best use of time for the trainees and the mentors and gives the best
chance of success outside of the program.
Stakeholders and Goals
Stakeholders (minimum
of five)

Partnership goal

Ways to build support

Trainees

Provided quality
training for a
successful transition
to production.

Senior Agents

Supervisors/Managers

Client

Recruitment

Provided quality
coaching and
mentoring that
promotes a positive
work environment.
Provides support and
guidance outside of
training that allows for
continued
improvement of skills
throughout the
duration of their time
working for the
company.

Provides current and

up to date materials to
be trained. Allowing
for ample time for the
training to be
complete.

Hire qualified and

driven individuals that
will be successful
within the training
program and
organization.

Positive Impact on
Adult Learning

Tailor training to the

needs of the trainee.
Provide support
during the
mentoring/nesting
period.
Provide feedback for
the trainee to
improve.

Provides trainee
with a learning
experience catered
to each individual.

Mentor certification
program.
Provide feedback for
mentor
improvement.
Evaluate each
mentor.

Provides them with

the foundation
needed to move up
to a training and
management
position.

Provide small
trainings that build
upon skills already
taught.
Weekly meetings to
address concerns
and needs.

Provides them with

the resources to
help them
successfully coach
their team
members.

Work with Client to

provide feedback on
way to improve
training material.
Weekly meetings.

Providing the
materials needs,
helps produce
teammates that are
sufficiently ready to
start production.

Provide accurate
numbers for required
trainees.
Provide current team
member
requirement.

Provides quality
trainees for 100%
graduation rate
from training and
reduces the attrition
rate.

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Assist with the

interviews.

Communication Plan
Slogan: Be BOLD in what you do!
B- Bring it to training and work every day.
O- Own your learning.
L- Live it, be passionate about what you are doing.
D- Drive results by being better every day.
Fact Sheet:
Mission
The training program here at Education at Work is designed to provide trainees the
information and skills necessary to be successful outside of the training environment on the
production floor. The training provided will follow the 70/20/10 rule. 70% hands on, 20% small
group, and 10% coursework. By following this rule we allow for more time spent practicing the
skills in a safe environment.
Delivery Method
During training there will be power point presentation, eLearnings, small group, and
whole group activities. When the mentoring/nesting period begins, the trainees with begin with
working in small groups and move to individually taking emails. During the first week of
mentoring/nesting all emails must get approval before being sent, trainers and senior agents can
approve these.
Training Schedule:

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Training is schedule for a total of 60 hours; 20 hours in classroom and 40 hours of

mentoring/nesting. Training can be flexible when it comes to day during the week. What we have
found works best for our trainees is the following:
Mondays: 4 hours, 3 PM 7 PM or 7 PM to 11 PM
Wednesdays: 4 hours, 3 PM- 7 PM or 7 PM to 11PM
Fridays: 4 hours, 3 PM- 7PM or 7 PM to 11 PM
Saturdays or Sundays: 8 hours, 10 AM 7 PM (this time expresses a full day of work with an
hour lunch)
Total Program Length: 3 weeks
Contact
Address: 1150 E. University Dr. Tempe, Arizona 85281
Attendance Line: 480-566-2000
Training Manager, Ashley Enos: 480-566-2224, [email protected]
Benefits of Program
A structured training and development program ensures that employees have a
consistent experience and background knowledge. (Frost, 2010) Through the training program,
trainees will gain the skills necessary to successfully accomplish the goals that are set forth for
them within the organization daily, weekly, and monthly. We have seen a positive impact on
adult learning through the use of small groups, eLearnings, and other delivery methods that we
have developed for our trainings.
Marketing/Promotional Channels and Materials
In order for our organization to have new hires to train, we must promote the program
and the organization. We are based off of college campuses and focus on hiring and retaining

TRAINING PROGRAM PLAN

12

students throughout their college career. We have connections with different departments through
the University that help assist us with sending out email communications for our organization
and program. We have social media channels that we promote our brand and our programs.
Currently we have Facebook, Twitter, and Instagram.
Another marketing strategy that we do is tabling. We table at different times of the school
year and different events that are put on for the students by the University. For example, we table
at freshman orientation, clubs/ organization days, parents weekend, sporting event. This is a great
way for our organization to get out and get our name, brand, and what we do out to the students.
We also have student ambassadors that will go to classrooms, introduce themselves and
give a small presentation and give out information regarding our organization to the students.
However, the best marketing that we have found to date is word of mouth and referrals from
existing teammates. We currently have 300 staff members and out of the 300, 120 of those are
referrals.
All students that are hired are prescreened and informed of the days and times of training,
in order to be flexible with their school schedules we offer most trainings in the evening and on
the weekends. If a student is unable to make the current training work with their schedule, we put
them on the waiting list for the next training to see if it would work better for them at a later date.
Program Evaluation
During the training program, trainers and senior agents will assess and evaluate the
trainees daily. The trainees must past a certification test along with being able to answer three
emails successfully without guidance or help by either the trainer or senior agent. If the during
the training the trainer feels that information needs to be added or changed, the trainer will reach

TRAINING PROGRAM PLAN

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out to the training manager for approval and it will be document to review for future training
classes.
Training is the mechanism by which investment is made in ensuring competence and
efficacy of employees. The results of training must therefore be measured/evaluated in the
context of impact on your organization. A good place to begin is to ask: How do I know that the
training resulted in benefits to the organization? (Bhuyan, n.d.) Our training program will be
assessed using a rubric that is provided below. Trainers, will use this rubric to assess the needs of
the trainees, the success of the program, and if any materials need to be edited, removed, or
added for future training programs. They will work closely with supervisors, managers, and the
trainees for the first 0-30 days in production. Supervisors and managers will be asked to provide
feedback on the trainees in production in order for the trainers to find ways to improve or modify
the trainings, or to bring the trainees back in for additional training if needed. Trainees will also
be survey and feedback will be requested in order to gain perspective on ways to improve as a
trainer, or the program as a whole.
Venmo Training Program Evaluation:
Level 1: Reflection

13924693
Excelling

Below Average

Average

Excellin

10

Average

g
10 pts
Training Design

13924695

13924694

Below

0
Average
0 pts

5 pts

13924696

13924697

13924698

There w ere objec

There w ere objec

There w ere objec

Excelling

Average

There were objectives

There were objectives

Below Average
There were objectives

TRAINING PROGRAM PLAN

that were clearly stated

at the beginning of each
day of training and we
were able to successfully
complete all of those
objectives.
Instructor
Enter description

Logistics

that were clearly stated

at the beginning of each
day of training and we
were unable to
successfully complete all
of those objectives.

that were clearly stated

at the beginning of each
day of training and we
were unable to
successfully complete any
of those objectives.

13924699

13924700

13924701

The trainer w as k

The trainer w as k

The trainer w as k

Excelling

Average

Below Average

The trainer was

knowledgeable on the
materials being taught
and during the training
the instructor kept me
engaged within the
material 50%-79% of the
time.

The trainer was

knowledgeable on the
materials being taught
and during the training
the instructor kept me
engaged within the
material 0%- 40% of the
time.

The trainer was

knowledgeable on the
materials being taught
and during the training
the instructor kept me
engaged within the
material 80%-100% of
the time.
Exercises/Application
Enter description

14

13924702

13924703

13924704

All of the exercis

Some of exercise

Little to none of th

Excelling

Average

Below Average

All of the exercises and

activities were relevant
and pertinent to the
training and role I will be
fulfilling outside of
training.

Some of exercises and

activities were relevant
and pertinent to the
training and role I will be
fulfilling out side of
training.

Little to none of the

exercises and activities
were relevant and
pertinent to the training
and role I will be fulfilling
out side of training.

13924943

13924944

13924945

There w as ample

There w as limited

There w as no sp

Excelling

Average

Below Average

There was ample space,

seating, and technology
in the training class in
order to be successful in
training.

There was limited space,

seating, and technology
(depending on
availability) in the
training class making it
difficult to be successful
in training.

There was no space,

seating, and technology
in the training class in
making it impossible to
be successful in training.

Venmo Training Program Evaluation:

Level 2: Learnking

13959612

13959613

13959614

Excelling

Average

Below Average

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15
Excellin

g
(N/A)
Learning

Below

Average
Average
(N/A)

(N/A)

13959615

13959616

13959617

Teammate in train

Teammate in train

Teammate in train

Excelling

Average

Below Average

Teammate in training
scored a 95%-100% on
the 25 question learning
evaluation test.

Teammate in training
scored a 85%-94% on
the 25 question learning
evaluation test.

Teammate in training
scored a 0%-84% on the
25 question learning
evaluation test.

Venmo Training Program Evaluation:

Level 3: Behavior

13959618
Excelling

g
(N/A)

Observed Behaviors

Below Average

Average

Excellin

Production
Performance

13959620

13959619

Below

Average
Average
(N/A)

(N/A)

13959621

13959622

13959623

The teammate tha

The teammate tha

The teammate tha

Excelling

Average

Below Average

The teammate that

completed training as
identified by their
manager, has utilized the
information that was
taught to improve their
performance in the first
0-30 days outside of
training and has
improved by <50% on
their metrics score card.

The teammate that

completed training as
identified by their
manager, has partially
utilized the information
that was taught to
improve their
performance in the first
0-30 days outside of
training and has
improved by >50% on
their metrics score card.

The teammate that

completed training as
identified by their
manager, has not utilized
the information that was
taught to improve their
performance in the first
0-30 days outside of
training and has
improved by 0% on their
metrics score card.

13959624

13959625

13959626

It has been obser

It has been obser

It has been obser

Excelling

Average

Below Average

It has been observed by

training and management
that teammates that
attended and completed

It has been observed by

training and management
that teammates that
attended and completed

It has been observed by

training and management
that teammates that
attended and completed

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16

training are utilizing the

information and skills that
have been taught fully.

training are partially

utilizing the information
and skills that have been
taught.

training are not utilizing

the information and skills
that have been taught.

Venmo Training Program Evaluation:

Level 4: Results

13959627
Excelling

Below Average

Average

Excellin
g
(N/A)
Metrics

13959629

13959628

Below

Average
Average
(N/A)

(N/A)

13959630

13959631

13959632

The teammate tha

The teammate tha

The teammate tha

Excelling

Average

Below Average

The teammate that

completed training is
excelling past the metric
requirements of:
*10 emails per hour
*100% Service Level (SL)
within 4 hours
*Account Handle Time
(AHT) of 400 seconds
*<80% positive customer
surveys

The teammate that

completed training is
meeting the metric
requirements of:
*10 emails per hour
*100% Service Level (SL)
within 4 hours
*Account Handle Time
(AHT) of 400 seconds
*<80% positive customer
surveys

The teammate that

completed training has
not met the metric
requirements of:
*10 emails per hour
*100% Service Level (SL)
within 4 hours
*Account Handle Time
(AHT) of 400 seconds
*<80% positive customer
surveys

Within the first 0-30 days

of production

Within the first 0-30 days

of production

Within the first 0-30 days

of production

This information provided during and after the training program will provided a positive
impact on adult learning by allowing the training department to improve on training program on
a regular basis. This allows the department to stay up to date on all of the most current training
trends, needs, and theories. Providing the best instruction possible to produce successful team
members for our organization.
Conclusion

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17

Through a well developed and implemented training program, our organization can
provided the most accurate training for our new team members. This training will provide them
with the skills necessary to be successful in production with Education at Work. Through
research, data, and continuous improvement we create training programs that are at the leading
edge of training and technology. Allowing for the continued growth of our organization.

References
Bhuyan, S.N. (n.d.). How to Measure the Impact of Your Training Program. Retrieved from
http://www.mindtickle.com/blog/measure-impact-training-program/
Education at Work. (2016). Retrieved from http://educationatwork.org/
Frost, S. (2010, March 21). The importance of training & development in the workplace. Hearst
Newspapers, LLC. Retrieved from http://smallbusiness.chron.com/importance-trainingdevelopment-workplace-10321.html

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